Service Admin Clerk – Call Centre: BHBW South Africa Proprietary
CLOSING DATE: 25 JULY 2023
Purpose of the Role
Perform clerical support function for the Aftersales department with specific reference to administrative support to the technicians. Perform related administrative tasks and process steps including record keeping, filing, and data processing.
Key Performance Areas
Service Administration
Customer quote creation and rejection according to audit requirements
Supplier purchase order creation
Opening of customer/warranty/damaged/repair jobs – nationally
Ensure authorization of service-related documentation
Costing of service & warranty jobs – internal and external
Goods receipt (migo) of supplier invoices
Allocation of Technicians overtime and labour hours
Filling of Service documentation
Assist Area Service Managers with service documentation – change request, inter-region transfers, credit limit lift.
Assist Technicians with general support and administration.
Assist Accounts department with customer/supplier enquiries, reconciliation, and billing.
Assist with Hour meter readings – collect monthly manual excess hours as per schedule.
Processing credit transaction
General administrative assistance – National
National customer support function
Provide support and service information to the Service Manager in all regions.
National support by receiving of information with regards to breakdown
Logging of customer calls received – updating customer information.
Allocate and dispatch available technician by SMS (EMMS system)
General Customer service – telephonic and email
Re-route / Escalate customer complaints to appropriate Manager/resource.
Ensure dashboards are updated timeously.
Assist with vehicle tracking of Technicians.
Maintain a safe working environment (according to safety policy and procedures)
Achieve individual Balanced Scorecard and KPIs
Effective self-management and performance ownership
Adherence to any reasonable instruction
Qualification, Experience and Competencies
Minimum Qualification
Grade 12
Minimum Experience
Administrative experience – minimum 1 year
A technical background will be an advantage.
Competencies
Self-starter with high level of initiative taking.
Results/action oriented
Flexible and adaptable
Effective analysis of data
Attention to detail.
Customer service orientation
Effective verbal and written communication skills
Effective interpersonal relationships
Computer literate – MS Office, SAP
Team player
Multi-tasking
